Advanced Technical Support Specialist

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCareer Full time ₱900,000 - ₱1,200,000
Job Overview

This role requires an experienced IT professional to provide advanced technical support and troubleshooting for end-user devices, software applications, and company infrastructure.

The successful candidate will be responsible for managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.

Key Responsibilities
  • Troubleshooting issues related to End User Devices including but not limited to: Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
  • Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication).
  • Follow proper company procedures such as response time, escalation, communication, and documentation.
  • Properly handle ticket workspaces in the help desk system.
  • Provide constant proactive communication to avoid customer frustration or long times on their computers during working hours.
  • Setup of networks during client onboarding or a la carte projects.
  • Work with vendor technical support to resolve issues or implement new solutions.
  • Implement SaaS solutions as needed.
  • Attend to infrastructure issues discovered by NOC.
  • Document and improve department processes.
Qualifications and Skills
  • 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration).
  • Helpdesk MSP experience.
  • Familiarity with RMM and PSA tools.
  • End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM.
  • Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google.
  • Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy.
  • Basic Exchange Server, Basic SQL Server.
  • Support of BDR Products: Veeam, Azure, Local NAS.
  • Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
  • Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
  • Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls.
Benefits and Requirements
  • This is a full-time role requiring a mid-senior level professional.
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.
About the Role
  • Seniority level: Mid-Senior level.
  • Employment type: Full-time.
  • Job function: Information Technology.
  • Industries: Outsourcing and Offshoring Consulting.

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